Operational Tech Lead

Job Description:

Company Description:

At (COMPANY NAME), we shape the future by inventing high-quality technologies and services that spark enthusiasm and enrich people's lives. Our promise to our associates is rock-solid: we grow together, we enjoy our work, and we inspire each other. Join in and feel the difference.
With over 300 specialized associates and around 15 nationalities, (COMPANY NAME) activities in Lisbon are focusing on sales, marketing, communication, training, nearshoring services and shared support for human resources services to Europe. The diversity, commitment and know-how of the team are the key success factors of this organization.
(COMPANY NAME) Service Solutions develops and delivers Customer Experience, Mobility and Monitoring solutions for companies and their customers.
Our teams find fast and efficient solutions for thousands of people on a daily basis - from claim management to life-saving emergency calls, among other services. Define the standards and become a pioneer together with around 9000 associates worldwide.

Job Description:

* You are part of the business team within the central IT of the Robert (COMPANY NAME) Group for the Power Tools division with a high customer interfacing activities
* Secures transition, integration and deployment of an organized and managed support and maintenance for new or changed IT Products/Solutions within existing GE (Operating Unit) landscape. Close integration of support, maintenance and design & build activities: Decides on the appropriate integration scenario and adjusts the scenario if required.
* Takes responsibility for maintaining required operational documentation (IT Operation Manual (ITOM) incl. Support Concept, Root cause analysis + mitigation, OLA, BCP, CMDB, SLM/SLA, etc.).
* Participate in IT Product/Solution release planning. Oversee impact of corresponding IT Product or Service changes and derive respective measures. This includes release planning, versioning, patches, changes of solution and corresponding IT Products and Services.
* Suggests and promotes service and quality improvements on an ongoing basis to continually improve quality and customer satisfaction for the IT solutions and products. Communicates proactively with unit counterparts (GE and IT Application Support Service Manager) to provide information on downtimes, maintenance windows, service improvement plans etc.
* Manage escalations as problem owner for all "run" aspects in the lifecycle of the IT solutions. Acts as "caretaker" for all end-to-end operation issues arising in the respective GE.
* Provides regular reports on IT Product/Solution support quality, performance and availability.

Qualifications:

* Education: University degree in information technology, mathematics, economics, business informatics or a comparable course
* Personality: very strong in communication to articulate IT topics and lifelong learner
* Working method: agile - Kanban and scrum methodologies, solution and goal-oriented
* Experience: 1-2 years professional experience in the field of IT development, preferred: data analytics and data warehousing
* Know-how: Very good knowledge IT product lifecycle, SQL and PowerBI.
* Languages: very good knowledge of spoken and written English

Additional Information:

What we offer you:
Challenges in an international environment | career opportunities in one of the best companies in the world | flexible hours | medical services | discounts for employees | sports and health related activities | canteen | good access to public transports | space for creativity.

Success stories don´t just happen. They are made...
Make it happen! We are looking forward to your application